From humble beginnings....

How did I start this business? Well it was quite an accident actually. I had taken a number of years off work as I raised my Daughter and discovered that it was no longer as easy to return to the workforce. Employers weren't really ready to give me a try and I was no longer really sure I could put up with all the crap of working for someone else.

My husband in a fit of humour told me "...to go and make a few million on eBay.." and that's how I got started, mind you, I'm not likely to make the million he recommended, but I think I have found a way to work for myself and have a load of fun on the way.

I realised early that I had no specific advantage in a new business and no ability to be any different to the thousands of other traders on eBay. Then I thought, maybe there was a way to be different. Too long have the complaints been about slow delivery, high postage costs and poor service. I decided then and there that I could be different - I could distinguish my business by superior service. The start of this was my "Client First" policy, where I undertake to always resolve issues in way the client is satisfied. It's not easy all the time, but it is manifested in my high positive feedback score which is now in the thousands and the numbers of clients who trust me enough to buy off me again.

Client First Policy

I don't like the word "Customer". It sounds too much like a mass market blob that businesses think they can milk for the maximum price and minimum service. I have Clients and these are individuals, like you and I, who want to not just buy something, but would like to be called by their names, treated with respect, be trusted and most of all be valued. Some businesses seem to think that cheap prices mean no service is needed. I think differently. I know my clients don't like to be "done over" so I cannot charge the margins a "premium" seller might. What I do know from experience if sell something for a reasonable price (not maximum), provide the best service possible with good communication, easy choices the client (not I) value and fast and reasonable delivery, I will see my client again. I can then make some money selling on volume and hopefully my client is so happy with my servce that they tell their friends!

Unlike some of the "Customer Charter" agreements offered by some businesses, I try not to make some policy which is many clauses and several pages long. If you ever see one of those read it carefully - most of it is telling you what you are not protected for! My policy is more simple:

"If you have a problem with any thing I sell you, and the issue is reasonable, you can expect me to resolve the problem in a way that you consider favourable to you. If I ask you to send something back to me, I will cover the agreed cost of that in addition to any refund."

Notice here that I don't mention a "Customer Service Representative". Sorry, you don't get one because I can't afford it. Instead, you get to deal with the owner of the business. Try and do that with the local Bank!

Postage and Packing Viewpoint

I have always seen Postage and Packaging as a real inhibitor to online selling. How often have you snapped up a bargain only to discover that after postage and packing it would have been no different to wander down the local shop and buy it? To my mind, online selling has to overcome this particular challenge because it directly affects the trust and safety feeling needed for online selling to work. After all, in online selling, we are buying, sight unseen, with only the seller's description and some photo's. While eBay and Paypal offer some protection for the buyer where there is misrepresentation, what protects a buyer from excessive postage and packing charges?

Unfortunately, the postal system for reasons which are probably fair (they do have large fixed costs in running the business) do not help much in this area. To send most things which are not standard letters there is a large basic postage cost which often looks huge relative to the price of the item. Standard Post also seems to offer less protection in terms of getting items delivered safely. My own experiences confirm this, around 6% of all items sent via normal post arrive damaged and zero (to date) if I register the item. I recently think I found out the reason why. I'm not sure if it is a regular practice, but for normal post, it seems Aust Post uses contractors and these contractors vary in attitudes (I have seen a Aust Post contractor kick a parcel into the back of his van). Registered post is different: Australia Post actually provide some complementary insurance (up to a limit) and probably because they could end up paying for a smashed item, take much greater care with it. I would love to send everything registered simply because the worst buyer experience is when my clients receive something smashed. My "Client First" policy recognises it's not the buyer's fault and usually I will refund the amount in full and wear the loss, but not even a refund can compensate for my client's disappointment. However I realise that sometimes the cost is just too prohibitive so I will chance posting the normal way.

As Australia Posts costs are generally fixed, I don't have much choice but to pass them on. I do however actively try to work out the cheapest postage options which will get your item to you quickly and in one piece.

The area where I can make some real savings for you is in packaging. As several of my clients have noted, a bit humourously, my packaging can be "interesting". Don't be too surprised if the packaging while robust and secure looks less fancy than some of the packaging from the bigger and better funded sellers. I aim for practical rather than beauty in packaging and I try always to use recycled boxes and containers simply because they are largely free or near free and I don't have to on-charge this cost. I am guilty of "scrounging" cardboard boxes and containers from friends, relatives and the local supermarket (which I think is almost on the verge of banning me!). Not everything is scrounged though. My clients expect that the item they trust me in selling them arrives safely and undamaged and sometimes that means bubble wrap and loads of it, more than I could scrounge in a century! The other item which while expensive to buy but had repaid itself with fragile items arriving undamaged is foam cushioning pellets called "Micpac". These two items cost a small fortune, generally asorbed by me as costs of running a business, but I get well rewarded by the number of feedback comments from my clients, satisfied with the way an items arrives safely and well packed.

At Memoir of Yesteryears, I strive to be super competitive (if not downright cheap) with postage and packing, well aware that it is one area that can really get my clients upset even though the postage is often out of my control. Also this is one business where the owner of the business personally wraps and posts your item.

Feedback Viewpoint 

This is a very small business, surviving only because of my reputation for being trustworthy, fair to the client and offering great items at a good price. I value all feedback and I will always deal with fair criticism in a way that benefits you because I want you to be happy and deal with me again. I have noticed a minority of (mainly newer) eBay buyers that will leave what I consider harsh feedback commentary or ratings without even giving me a chance to resolve it for them (most likely in their favour). This is most unreasonable because I don't get the chance to explain or fix the issue which upset the buyer and my seller ratings are badly impacted which DIRECTLY affects my reputation and the willingness of other buyers to deal with me. I will block from further dealing anyone who operates in such an unfair manner or who makes statements which I can prove are manifestly false. I deal with all clients in a fair and honest manner and only ask the same in return.

This blocking policy does not apply to anyone who has contacted me and asked me to resolve the issue and has been unsatisfied with my service and performance in resolving the problem. I certainly don't want to discourage any feedback (even negative) if it is justified. All I ask is if you're not happy talk to me first and let me try and fix it.